Pitney Bowes: Customer Experience & Satisfaction Improvements

OVERVIEW:

Customer Satisfaction has become a key operational parameter for Pitney Bowes, as well as over the past few years the company has been focusing on decreasing operational cost. The one driving challenge at this point was – the operational costs had to be reduced within a very short period of time.

CHALLENGE:

• Improve customer satisfaction and reduce the cost in a very short period of time
• Despite the improvement efforts, Pitney Bowes have continued to experience the situation when Customer Service did not meet the required SLA
• Error rates exceeded acceptable level

SOLUTION:

StereoLOGIC provided the ability to:

• Automatically monitor employee operations in multiple remote locations, visualize employee processes, time, deviations and inefficiencies
• Accelerate rapid automated process improvement strategy
• Instantly detect deviations, wasted time and errors in each group and visualize them

RESULTS:

• Cut the Customer Service response time by 56%
• Reduced the error rates (errors in servicing customers) from 20% to 0%
• Achieved above 65% NSAT for 8 consecutive months
• Reduced the operational cost by 30%